Correct, not every support engineer is a "dunderheaded lummox" only 99% of them :-)
The only time I've haven't had to teach the tech support engineer how to use their
own product was when they worked for small companies.
I've debugged numerous serious problems with open source and closed source products
for which we have a source license. In all these cases it was easier and faster than
getting the tech support engineer for the commercial app servers we've used up to
speed.
--Victor
"Kenneth D. Litwak" wrote:
> Well now that you and Avi have implied that every single support engineer
> onthe planet is a dunderheaded lummox, what more is there to say?
> Seriously, though, while I haven't been woken up by tech support at 2 AM, when I
> was a developer at IBM in DB2/MVS, it was common to be asked to solve difficult
> tech support problems, and I'd suppose that some cusotmers of various vendors
> have arrangements unde which a develope would be woken up at 2 AM if that's what
> it took to fix the problem. I grant that thismay not happen for a dot.com, but
> if Ihad to solve a server crash by reading Orion or JBoss source code, that
> would be no better than callinga tech support person. I've written enough
> system software code to know that it's rearely as easy as just finding the
> failing line (though it might be for MS Windows). If you're happy with what
> you'e got, that's fine.
>
> Ken Litwak
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